Stefan Holmlid

Stefan Holmlid
Linköping University | LiU · Department of Computer and Information Science (IDA)

Professor in Design

About

108
Publications
41,712
Reads
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1,316
Citations
Citations since 2016
48 Research Items
938 Citations
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Introduction
My current research makes a deep dive into the realms of services, especially concerning the expressive and transformative powers of design in service and social development/innovation.

Publications

Publications (108)
Article
This paper describes a method called speed sketching, which utilizes user data as inspiration in a brainstorm-like session. The user data comes from a design probe study of an entrance to a building. One challenge with user-centered design is to give life to user data in the design process. A design workshop was held with five designers as particip...
Article
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Exemplars play an important role in applied service design but are largely overlooked in academic literature. So far, most design research in other fields has concerned how surface properties of exemplars are incorporated in the current design, but services are different from most other design disciplines in regard to material. To expand the unders...
Article
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Current trends in service design research include case studies and similar approaches that aspire to reveal what the practice of service design looks like. The understanding of how service design is performed can serve as a base for future research into more specific research endeavours. One area where knowledge is said to be lacking is service pro...
Article
The persistence of problems such as endemic poverty, rising inequalities, climate change and biodiversity loss demands us to find solutions which are embedded in a highly complex web of interacting social, technological, and ecological processes. Service design (SD), an approach to directly involve citizens in the development and improvement of ser...
Chapter
Att vara en utforskande stad är en utmaning, eftersom det både kräver att arbeta på nya sätt, och att lära sig om att arbeta på nya sätt. Ett sätt att förstå detta är genom organisationens förmåga att strukturerat fånga upp och anpassa sig efter ny kunskap, förmågan till transformativt lärande. I projektet Den (ut)forskande staden som en helhet, d...
Article
Despite progress in recent decades, many crucial challenges to the eradication of extreme poverty remain intractable. Development interventions often fail to deliver sustained, transformational outcomes to households and communities. The field of design has demonstrated its capacity to deliver designed artifacts that enhance the livelihoods and wel...
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Human behaviour change is necessary to meet targets set by the Paris Agreement to mitigate climate change. Restrictions and regulations put in place globally to mitigate the spread of COVID-19 during 2020 have had a substantial impact on everyday life, including many carbon-intensive behaviours such as transportation. Changes to transportation beha...
Chapter
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The topic of ethically-sound robotic design is timely and societally relevant as service robots have roles with increasingly social demands in diverse service contexts. Robots fill caregiving roles for vulnerable consumers, including older adults and children. This chapter presents an empirical study investigating social and ethical ramifications o...
Chapter
The topic of ethically-sound robotic design is timely and societally relevant as service robots have roles with increasingly social demands in diverse service contexts. Robots fill caregiving roles for vulnerable consumers, including older adults and children. This chapter presents an empirical study investigating social and ethical ramifications o...
Article
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Expectations on service designers are rising. The diversity of communities or sets of actors, for example, require greater consideration of potentially diverging priorities or preferences. Consider the design of public services for and with socio-culturally diverse communities, or the design of service solutions for global or hyperlocal markets (se...
Preprint
Human behaviour change is necessary to meet targets set by the Paris Agreement to mitigate climate change. Restrictions and regulations put in place globally to mitigate the spread of COVID-19 during 2020 have had a substantial impact on everyday life, including many carbon-intensive behaviours such as transportation. Changes to transportation beha...
Article
Full-text available
In this paper we provide a detailed description of the methodological steps involved in conducting a Service Design study in combination with Discrete Choice Experiments (DCEs). It complements the conceptual and epistemological argument developed for this methodological combination in Osborne et al. (2021, World Development, in review WD-19535). Se...
Preprint
Full-text available
Human behaviour change is necessary to meet targets set by the Paris Agreement to mitigate climate change. Restrictions and regulations put in place globally to mitigate the spread of COVID-19 during 2020 have had a substantial impact on everyday life, including many carbon-intensive behaviours such as transportation. Changes to transportation beha...
Article
Full-text available
Purpose The purpose of this paper is to introduce the concept of meaning as a relevant but missing link in understanding the building blocks of service innovation informed by service-dominant (S-D) logic. In exploring the role of meaning in service innovation, especially related to new value propositions, resource integration and new value cocreati...
Conference Paper
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Current tools and techniques used in everyday design practice are focused on managing the complex information of service systems primarily through visualization. The visual in methods has become a dominant norm prevalent in service design practice. In wanting to counteract the emphasis on visualization, we direct attention to qualities of sound in...
Chapter
In many countries, sports-based interventions are included in social policy and sometimes initiated and orchestrated as social innovations often deployed in cross-sectoral collaborations between community actors. In this chapter we explore how two specific interventions of Midnight Football are organized as a way of promoting social inclusion. The...
Article
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Decades of efforts to replace traditional cooking methods that rely on solid biomass fuels with cleaner-burning and more energy-efficient cookstoves have fallen short of expectations, typically because the new stoves are only used for a short time, or they fail to fully displace the traditional methods. This points to a need to better understand ho...
Article
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While service design has been accepted as a human‐centered and cocreative approach to service innovation, its role in technology‐driven contexts, specifically technology startups, has been largely unexplored. Previous research suggests that technology startups tend to focus on technical aspects of innovation, neglecting the value cocreation potenti...
Article
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Sports-based interventions are utilized today in many countries in cross-sectoral cooperation, for instance, as a means of social inclusion. However, not enough is known about the conditions of development or the formalization of operations. Accordingly, in this article, we focus on two instances of midnight football carried out in two suburban are...
Article
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Many interventions that aim to improve the livelihoods of vulnerable people in low-income settings fail because the behavior of the people intended to benefit is not well understood and /or not reflected in the design of interventions. Methods for understanding and situating human behavior in the context of development interventions tend to emphasi...
Article
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In design for service, understanding the social fabric of the service system demands special focus, because the networks of actors that collaboratively create value strongly affect the multitude of service values for the beneficiaries of the system. This article explores mental models of actor networks from the phenomenological perspective of the b...
Technical Report
Full-text available
På uppdrag av Vinnova inom regeringsuppdrag N2017/01832/IFK Sammanfattning I den här avrapporteringen av följeforskningen till Regeringsuppdraget "Uppdrag att stärka samordningen mellan myndigheter för en sammanhållen innovationspro-cess", presenteras ramverk och analys kring designdrivna policylabb som ingick i Vinnovas arbete under 2018/2019. Föl...
Chapter
Increasingly, healthcare systems around the globe are looking to transition toward person-centered models of care. However, how to effectively support this complex transition is not clear. Here we forward service design as a key driver to aid in catalyzing this transformation. In this chapter, we integrate literature on service design (SD) and pers...
Conference Paper
Cognitive1 Work Analysis (CWA) is an appropriate approach in high-stakes domains, such as Air Traffic Management (ATM). It provides focus on human expert performance in regular as well as contingency situations. However, CWA is not suitable for the design of a first-of-a-kind system, since there is nothing to analyze before the start of the design...
Article
Full-text available
Cognitive Work Analysis (CWA) is an appropriate approach in design for high-stakes domains, such as air traffic management (ATM) since it focuses on human expert performance in regular and contingency situations. However, CWA is not suitable for the design of a first-of-a-kind system since there is nothing to analyse before the start of the design...
Conference Paper
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Service-dominant logic (SDL) is a theoretical framework that has impacted the development of service design. Resource integration, a core concept in SDL, provides a distinctive perspective that changes the perception of value in situations of interaction. In this paper, we explore the implications of applying the resource integration view on intera...
Article
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The Interactions website (interactions.acm.org) hosts a stable of bloggers who share insights and observations on HCI, often challenging current practices. Each issue we'll publish selected posts from some of the leading and emerging voices in the field.
Conference Paper
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Service encompasses multiple interaction processes among many different actors. Comprehending the subtleties of what drives actors resource integration activities could therefore be valuable when designing for service. However, these nuances are not necessarily always captured in early representations such as prototypes of service due to variation...
Conference Paper
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The influence of technology on value co-creation practices of service actors has been studied from a service encounter perspective, during or after technology introduction. We contribute to this existing research by introducing a multi-actor perspective to study such changes prior to technology deployment. We provide two illustrative cases that sho...
Conference Paper
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There has been a surge the last decade in the public sector to strive for transformation processes driven by design, to integrate design in the organisations and develop design capability and design culture. We draw on experiences from a range of projects, that are summarized in the form of exemplars. As analytic lenses, we use two constructivist l...
Conference Paper
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This paper will describe how Förnyelselabbet, a design driven lab, takes on challenging areas that spans across policy, organizational and sectorial boundaries. The paper will give an account of how Förnyelselabbet has set up its co-creation and engagement process. The process is not specifically devised to deliver solutions at a micro level, but t...
Conference Paper
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Service designs suggest changes in service systems, that-when implemented-change roles of actors in such systems. To fulfil their new role, actors in a service need to know what is expected of them and be both willing and able to perform this new role. Combining data from an ongoing service development project with existing knowledge of external re...
Conference Paper
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In design for service, as well as in service development in general, there is a lack of techniques that help articulating a multi-actor perspective. The mono-perspective techniques that are in common use, does not invite to participatory processes, as the dominant representation of certain actors also works as an exclusion mechanism for other actor...
Conference Paper
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Conceptualization of meaning in design-driven innovation and value in service innovation, seem to be sharing some core characteristics that are essential but have not yet been integrated. Thus, this paper explores design-driven innovation and its conceptual relevance for service innovation within the framework of service-dominant logic (S-D logic)...
Article
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Design has been mentioned as potential support in the shift from a value-in-exchange to a value-in-use perspective that is part of servitization. However, these discussions pay little attention to the role of design(ers) for implementing 1) the change in perspective of the organisation and 2) specific (product) service systems, which are both requi...
Article
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Designing services require embracing the variability that makes it unique. This paper investigates how the use of a service prototyping technique enables participants to explore the variations inherent in services. The video data are analyzed using qualitative content analysis and the articulated variations are abstracted as categories. The resulti...
Article
While user-centric approaches to service innovation proved to be effective, innovators often omit that the focal user is not the only one influencing the decision for or against a new service. For example, when examining the introduction of social service robots in an elderly care setting, the final decision is influenced not only by the elderly (t...
Conference Paper
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When designing and managing services, customer journey mapping and service blueprints are often used to described and understand the specific service. However, in many services, when implemented, actual customer journeys are intersecting in specific spaces. This paper introduces the touchpoint container as a strong concept to understand resource in...
Conference Paper
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Realising new ways of value co-creation involves changes in the roles of actors in a service system. Role Theory and its concepts have been used in service research to articulate dynamics in service actor roles in existing value co-creation situations, but they are not applied to evaluate roles in future situations of service. Several methods exist...
Conference Paper
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Studying value, more specifically customer-related value, is one of the central concerns in marketing and service research with different conceptualizations rising around the sources and elements of value (Ostrom et al., 2015)
Article
Starting from the evolution of the service-dominant logic and critiques emerging from this, the purpose of this paper is to explore the link between value creation and service evaluation in order to understand what can be evaluated in a service, when and from which perspective, to ascertain its value. Even though in theory of service logic there is...
Chapter
In a panel conversation at the QUIS conference in Karlstad in 2014, Steve Vargo suggested that design, under a service dominant logic, is to service what invention is to product development. That is, design is contributing in early stages of service development and innovation with concepts and ideas, but not in later stages of service development a...
Conference Paper
For professional transport companies, the time that a vehicle is not used for work – the downtime of a vehicle – is costly. In this paper, we introduce a research project that aims to speed up troubleshooting for trucks and buses through a combination of process improvements and development of software support. The result is a service that consists...
Conference Paper
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This study sheds light on the complexity aspect arising from value trade-offs and interdependencies of multiple care-value network actors and resulting service design implications of employing social service robots in the healthcare setting. Authors suggest that by adopting the systems view of life, designers may start thinking in terms of intercon...
Conference Paper
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The new landscapes of design research and practice include a range of methods and approaches, e.g. participatory design, to designing solutions to a range of wicked urban and health service problems. Co-design where designers and users work together through the process is a defining feature1. While such methods are relatively mainstreamed into desi...
Conference Paper
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This paper makes a contribution to the current conceptualisation of service as a design material from three different perspectives. We use definitions of the term material, the connection with service logic and the techniques that service designers use to discuss ways to understand service from a design perspective. Service designers have tools for...
Conference Paper
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In this paper we take a closer look at the papers published during the first four Service design and innovation (ServDes) conferences and sources that the authors of those papers have referenced. The analysis uses the academic search engine Scopus and the references found in the conferences' Proceedings. In total 206 authors have contributed to the...
Conference Paper
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Although service designers have proven their abilities in the fuzzy front end of service development, their skills regarding implementation have been criticised and many service designs are not implemented successfully. So far, there has been little discussion concerning service implementation in service design research and there is potential for f...
Conference Paper
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This presentation discusses the materials of service to give new insights into the nature of service itself. The basis for the discussion is that of Design, which at its core, is about transforming materials. If design is about a " conversation with materials " , what then are the materials of service? By examining service as a material, design has...
Chapter
This chapter is about co-creative practices that can be used for the purpose of service innovation. It starts with an introduction to our core assumption that innovation is a deliberate activity and can be enabled and triggered through staged co-creative practices. The main reasons for co-creative practices are first, bringing different people toge...
Article
Design ethnography is the appropriation of ethnography for the purposes of informing design. This paper investigates the effects of these appropriations, through a comparative study of how designers and anthropologists approach the same field site and by a review of new techniques introduced by designers to do ethnography. The techniques reviewed a...
Article
This paper aims to bridge recent work on Service Logic with practice and research in the Design for Service to explore whether and how human-centered collaborative design approaches could provide a source for interpreting existing service systems and proposing new ones and thus realize a Service Logic in organizations. A comparison is made of exist...
Conference Paper
Full-text available
The value of design has been an issue for several decades, where design promotion agencies and national statistics agencies have tried to find ways of measuring and evaluating the contribution of design. Many of these efforts collect their basic model from a traditional view of business value as being created in a value chain. However, when approac...
Conference Paper
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Design is increasingly seen as a potential driver for innovation and growth both in commercial and public and policy sectors. However this imply design capacity utilized as a strategic resource, which as Svengren Holm points out mean focusing not only on the product, but also the process (Svengren Holm, 2011). Many studies show however that compani...
Conference Paper
Design has in recent years increasingly been seen as an important support for innovation, or as a mean to drive innovation. Verganti [1] argues for design as such a driver by contributing to a shift of meaning, while Kumar [3] see design as a tool to identify and cultivate value. In contemporary innovation policy, innovation is regarded to be done...
Conference Paper
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Since the publication of general dilemmas in planning theory by Rittel and Weber (1973), the notion of wicked problems has spread into the most diverse areas. It is now generally accepted that most of the pressing issues facing human society today, including global climate change, policy making, organizational change, and many other problem domains...
Article
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To evaluate and develop a service supported by an IT (information technology) system the intention to use the future service should be in focus. The technology acceptance model (TAM) and the theory of planned behaviour (TPB) can both provide knowledge about users’ intention to use a service, making them good models to base formative decisions on. U...
Conference Paper
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In today's competitive market it is essential for companies to have a clear brand identity towards it consumers and users in order to be successful. Consumers have often a variety of products to choose from and the challenge for a company's products is to be discovered and remembered. An important factor is recognition of a product and how it is co...
Conference Paper
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Purpose This article aims to bridge recent work on Service Logic with practice and research in Design for Service to explore if and how human-centered participatory design approaches could provide an ideal source for interpreting existing service systems, proposing new ones and thus realize service logic in organizations. Design/methodology...
Article
In a research project aimed at suggesting improvements at an annual advent fair three different ethnographic research approaches were used; Social Anthropology, Interaction Design and Mobile Ethnography. The paper focuses on how the three different approaches on ethnography affected choices in the research process, the outcomes of the research and...
Article
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This full day workshop intends to explore approaches, methods and techniques that can be used in participatory prototyping of services. The participants will contribute with their experiences of different ways of working with participatory prototyping. During the workshop the participants will share, explore and give feedback on the method or case...
Conference Paper
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How can service prototypes be created and evaluated? This paper describes how methods like bodystorming and experience prototyping can be used in combination with pluralistic walkthrough in an evaluation method we call 'service walkthrough'. We put the method to test in the development of augmented tourism services at the author Astrid Lindgren's c...
Conference Paper
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Service design is said to be a holistic design approach. This is evident in most service design literature and textbooks but still services are prototyped by focusing on separate parts rather than whole service journeys. In this paper we propose a technique called service walkthrough that can be used to represent whole services. We explore what inf...
Chapter
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Research on design for service has mainly concerned itself with understanding the design process. In this research paper focus will be shifted towards service performances, based on a suggested model that can work as an aid to distinguish between different stages in the service development life-cycle and in co-creation of value. In a service perfor...
Conference Paper
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Prototypes based on user research are embodiments of hypotheses about how behaviour and experiences will change. The purpose of prototypes has been discussed in academic literature but in the case of service design, some of that knowledge needs to be re-examined. In Service design, one of the problems is that the impact of prototypes is complex and...
Conference Paper
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In highly competitive markets, like the car industry, the understanding of how users experience products is imperative. This research project focuses on how to make future cars more environmentally friendly, enjoyable and safe. The aim is to develop a methodology to assess how in-car infotainment systems affect the User Experience. This paper looks...
Conference Paper
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With new design disciplines that challenge the borders of design practice and inquiry comes new possibilities for prototyping techniques and approaches. The basis for such an evolution is a firm understanding of the existing knowledge generated in design and the challenges posed by new design disciplines, such as service design. This study identifi...
Conference Paper
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Services are by nature co-created. They are produced and consumed simultaneously through interactions between customers and service providers. The professional design of services is also highly associated with co-creation, which is evident in the sparse service design literature. This paper reveals what designers say they do to involve different st...